How to import the JIRA ID on Zendesk tickets?

14 Kommentare

  • Chris Bulin
    Community Moderator

    We recently wanted to do this also, and I was able to get these instructions from contacting Support:

    Yes, you can surface Jira Ticket numbers in Zendesk Views by following these steps:

    1. In Zendesk, add a custom ticket field (Text type)
    2. Add that custom ticket field to a ticket form where you'd like to see that data
    3. In JIRA, add Field Mapping in the "Zendesk Support for JIRA" add-on in JIRA  – in the JIRA column choose 'Key(Issue key)' – in the Direction column choose, 'To Zendesk Support'  – and in the Zendesk Support column choose the name of your custom field then click the 'Add' button and click the 'Save & Sync' button (see attached screenshot)
    4. In Zendesk,  add your new custom field to your View (see attached screenshot) 
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  • Tony Prettyman

    but how does the integration work when you create a ticket in Zendesk and then link it to Jira manually?  Do they use the same process, or have another field hidden in either Zendesk or Jira that ties the two together?

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  • Chris Bulin
    Community Moderator

    Hi Tony, 

    It works the same way regardless of whether the JIRA ticket is created or linked. We have a field that shows up in our view that autopopulates as soon as the ticket is linked or created in JIRA. It will also automatically update if the ticket moves in JIRA. This is what it looks like in our view:

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  • Jessie Schutz
    Zendesk Customer Care

    Thanks for jumping in to help, Chris!

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  • Brody Taylor

    I am having trouble finding this Jira configuration in the Zendesk Support for JIRA App/Add-On, is this possibly located somewhere different now (since this thread is 2 years old :) ) ? I have the same requirement to reflect the Jira ID in a Zendesk ticket field when the Jira integration app is being leveraged.

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  • Chris Bulin
    Community Moderator

    Hi @...! In order to update the Zendesk ticket you'll have to create a ticket field for any information you'd like to have. We capture JIRA Ticket number, status, and severity, for instance, so we have 3 text fields for those.

    You then have to do the configuration in JIRA. You'll need to be, or work with the JIRA admin. They'll have to authenticate to the Zendesk instance with admin credentials and then they can create workflows that send information to Zendesk.

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  • Brody Taylor

    Thanks a lot Chris. We currently use the Jira workflows to add internal notes, etc, in Zendesk when the Jira ticket transitions, but can the Post Function populate a Zendesk ticket field (as opposed to adding comments or tags)? I can figure out a trigger if tags are the only option, but I just want to make sure there is not something simpler that I am missing as far as a direct mapping in the Post Function like issue.key === ZD.jiraID

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  • Chris Bulin
    Community Moderator

    Hi Brody! Yes, POST will do dynamic changes in Zendesk fields for things like status. You can also use the Field Syncing feature in JIRA to coordinate information between Zendesk and JIRA fields. That linked page has the list of fields that it can be applied to. 

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  • Brody Taylor

    Thanks! I'm all set now; for some reason the "Zendesk Support for Jira" App was not loading configurations yesterday but we got it setup now.

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  • Chris Bulin
    Community Moderator

    Good to hear! :D

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  • Caroline Wibowo

    Hi Chris Bulin Jessie Schutz

    I've tried the instruction above, but in my side jira and zendesk related of key issue doesn't sync each others yet. Can you please help?

    Notes:
    - Custom fields: Text

    - Field mapping: Key to Zendesk Support = Custom field

     

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  • Emily Sia

    Will this automatically sync existing tickets that are linked with Jira? Or is it a "moving forward" function?

     

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  • Dainne Lucena
    Zendesk Customer Care

    Hi Emily Sia

    It would be a "moving forward" function. However, when a previously created ticket or issue is edited or updated, field syncing is applied.

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  • Emily Sia

    Thank you! In the case where the Jira ID has changed, say if it's moved to a different project, will the integration capture this change as well?

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